Jesus Alberto Garcia Romero
Transportation Engineering
CDMX
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Astute Service desk with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Astute service desk with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Tech Service Desk
TCS
CDMX
09.2022 - Current
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
Tech Service Desk
Compucom
CDMX
05.2022 - 09.2022
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
Customer Assistant
Teleperformance
CDMX
05.2021 - 05.2022
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Listened to customers in actively to assess issues and provide accurate information.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Contacted outside providers on behalf of customers to help solve problems.
Support Specialist
Tech Mahindra
CDMX
05.2020 - 05.2021
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Installed and maintained hardware and computer peripherals to enhance and upgrade performance.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
Internship Student
Ingram
CDMX
05.2019 - 05.2020
- Interacted with customers by phone, email, or in-person to provide information.
- Reported back to instructor to receive day-to-day tasks and responsibilities.
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement.
- Delivered clerical support by handling range of routine and special requirements.
Technical Support Representative
SKY Mexico
CDMX
08.2014 - 08.2015
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Education
High School Diploma -
INSTITUPO POLITECNICO NACIONAL
CDMX 08.2015 - 08.2020
Skills
Local attraction knowledge
Timeline
Tech Service Desk
TCS
09.2022 - Current
Tech Service Desk
Compucom
05.2022 - 09.2022
Customer Assistant
Teleperformance
05.2021 - 05.2022
Support Specialist
Tech Mahindra
05.2020 - 05.2021
Internship Student
Ingram
05.2019 - 05.2020
High School Diploma -
INSTITUPO POLITECNICO NACIONAL
08.2015 - 08.2020
Technical Support Representative
SKY Mexico
08.2014 - 08.2015
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